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Compute a first-contact resolution rate from two conditions

  • For Business analysts
  • You practice Catching mistakes and made-up facts
  • Time about 5 minutes
  • Level Advanced

About this exercise

Start with the line "FCR CHECK - week 45". A ticket counts as first-contact resolved only if it was solved after exactly 1 agent reply AND was not reopened within 7 days. Then write two lines starting "Qualifying:" (the ticket ids) and "FCR:" (the count out of 10 and the percentage). Plain text, under 40 words.

Common mistakes when you ask AI for this

  • Using the dashboard's 70%. The AI trusts the dashboard figure. Try: Say: "Apply both conditions yourself; ignore the dashboard."
  • Counting K9. The AI counts the zero-reply ticket. Try: Say: "Exactly 1 agent reply."
  • Counting reopened tickets. The AI includes K2 and K7. Try: Say: "Not reopened within 7 days."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over the limit. Try: Cap each part instead of the total, for example "each line under 15 words".

What a strong prompt includes

  • Quotes the title
  • States both conditions
  • Names the two lines
  • Asks for plain text
  • Sets a length limit

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